Contents

• Title and Copyright Information
• Preface
• 1 What’s New in This Release
  • What's New In Oracle CRM On Demand CTI Developer's Guide, Release 42
• 2 Overview of CTI and CRM On Demand Integration
  • Overview of CTI and CRM On Demand Integration
  • About the CTI Integration
  • CTI Agent Workflow
  • Message Flow between the CTI Client Application and Oracle CRM On Demand
  • Record Association Logic
• 3 CTI Integration APIs
  • CTI Integration APIs
  • Infrastructure Supporting CTI Integration
  • CTI Activity Web Service
    • CTIActivityInsert Interaction Input Parameters
    • CTIActivityInsert Interaction Output Parameters
    • CTIActivityInsert SOAP Request
    • CTIActivityInsert SOAP Response
    • CTIActivityWrapUp Input Parameters
    • CTIActivityWrapUp Output Parameters
    • CTIActivityWrapUp SOAP Request
    • CTIActivityWrapUp SOAP Response
    • Exception Messages
  • CTICommand Servlet API
  • ScreenPop Command
    • Message Protocol
    • Example of Contact ScreenPop Command
    • Example of Activity ScreenPop Command
  • WrapUp Command
    • Message Protocol
    • Example of Call WrapUp Command
• 4 Tracking UI Events in the CTI Application
  • Tracking UI Events in the CTI Application
  • HTML Custom Attributes
  • UI Controls
    • Click-to-Dial Links
    • Listen to Vmail Button
    • Listen to Vmail on Phone Button
    • Reassign Button (Voicemail)
    • Open Email Button
    • Reassign Button (Email)
    • View Chat Button
    • View Interaction History Button
    • Save Button on Wrap Up Form
• 5 Configuring Oracle CRM On Demand for CTI Integration
  • Configuring Oracle CRM On Demand for CTI Integration
  • CTI Company Profile Settings
  • CTI Role Privileges
  • Required Settings to Make CTI Functionality Available
• 6 CTI Activity Web Services Description Language File
  • CTI Activity Web Services Description Language File